Page 83 - ITU-T Focus Group Digital Financial Services – Recommendations
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ITU-T Focus Group Digital Financial Services
Recommendations
within 24 hours. Calls to the dispute and complaint resolution desk are required to be recorded and personal
visits logged with the customer’s name and signature or thumbprint.
Regulators could also require that DFS providers establish and follow maximum processing and response times
so that there is consistency and accountability across providers. Extensions may be permitted for good cause
to facilitate the best possible resolution for the customer. Regulatory requirements for response times vary
by country, from a few days to a few weeks. In any case, response times must be as short as possible and DFS
providers should provide regular updates to customers while the case is under review. Interim contacts and
official responses should be documented and retained.
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